Maryland Customer
Rights and
Responsibilities
October 2015
This booklet was prepared in accordance
with Maryland Public Service Commission
regulations to highlight and answer some
of the questions you may have about your
utility service.
How to Contact Potomac Edison
For electrical outages and emergencies, call our
automated reporting line at 1-888-LIGHTSS
(1-888-544-4877) 24 hours a day.
If you have questions about your electric service,
the accuracy of your bill, termination notices, or
if you need to transfer service, call our Customer
Contact Center Monday through Friday, 8 a.m. to
6 p.m. Our automated phone system is available
24 hours a day for a variety of self-serve options
related to your account.
Potomac Edison, Customer Contact Center
1-800-686-0011 • TTY: 1-800-955-9445
Our text messaging option makes it easy to
report a power outage, request a status update
on a reported outage, or make billing inquiries
from your mobile device. To sign up visit
www.firstenergycorp.com/connect or text
“REG” to 544487 (LIGHTS).
Complaint Procedure
Our employees will investigate your concerns
and notify you of the findings. If you’re not
satisfied with Potomac Edison’s response to
your inquiry, you can call or write the Maryland
Public Service Commission within seven days of
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your receipt of the company’s decision. Contact
information for the Commission is listed below:
Office of External Relations
Maryland Public Service Commission
6 St. Paul Street, Baltimore, MD 21202
Phone: 410-767-8000
1-800-492-0474 • TTY: 1-800-201-7165
Hours: 8 a.m. to 5 p.m., Monday - Friday
(except holidays)
In the case of a disputed bill, you may be
required to pay only the non-disputed portion
of that bill during your complaint investigation.
If this portion is paid, your service will not be
terminated, except for reasons listed under
“Termination without Prior Notice” on page 15.
Applying for Electric Service
You may write, call or apply over the Internet for
service. Our website is www.firstenergycorp.com.
We may require you to provide identification
and apply in person. More than one person in a
residence may be classified as a customer and
listed on the account. You may be required to
complete an application form before we provide
service. Service may be denied for any of the
reasons stated under “Termination with Sevenday Notice” on pages 15-16.
Security Deposits - Residential Customers
Security deposits are required unless the
applicant otherwise establishes credit. Alternate
methods of establishing credit are found in
Commission regulations (COMAR 20.30.02). The
deposit will be two-twelfths of the applicant’s
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estimated charges for the next 12 months, but
no less than $5. The deposit will be waived for
applicants 60 years of age or older with proof of
age, intent to be the primary consumer and no
outstanding bill payments due.
A customer with established credit who fails to
pay a bill by the expiration date of a termination
notice may be required to re-establish credit
by paying a deposit in addition to paying the
outstanding bill and reconnection charge if a
prior deposit has been refunded or applied to
the account.
A present or former customer applying for
service may be required to re-establish credit
if he or she owes an outstanding payment, was
terminated during the past 12 months because
of nonpayment of a bill, failed to pay a bill by the
due date on more than two occasions in the past
12 months, is more than two months in arrears,
or the conditions of service or basis of original
credit have materially changed. After 12 months
during which no more than two payments were
paid after the date due, and if service was not
terminated for nonpayment of a bill, the deposit
and accrued interest will be refunded or credited
to the customer’s bill.
For those 60 years of age or older, deposits will
be refunded upon request with proof of age and
no past-due balance.
If a customer requests, certain deposits may be
paid over time. Deposits between $50 and $150
may be made by partial payments over a period of
at least eight weeks. Deposits of greater than $150
may be paid over a period of at least 12 weeks.
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Security Deposits - Non-residential Customers
Security deposits are required if the applicant
has not demonstrated good paying habits and/
or otherwise established credit in accordance
with Commission regulations (COMAR 20.30.01).
The deposit shall not exceed the maximum
estimated charge for two consecutive bills or
90 days, whichever is less.
A customer with established credit who fails to
pay a bill by the expiration date of a termination
notice may be required to re-establish credit
by paying a deposit, the outstanding bill and a
reconnection charge.
A present or former customer applying for
service may be required to re-establish credit
if he or she owes an outstanding bill, was
terminated during the past 12 months because
of nonpayment of a bill, failed to pay a bill by
the due date on more than two occasions in
the past 12 months, is more than one month in
arrears, or the conditions of service or basis of
original credit has materially changed.
After the first four years of service following
payment of the deposit, the deposit and accrued
interest will be refunded or credited to the
customer’s bill if the following conditions are met:
1. Have not been terminated for nonpayment of
bills within the past two years
2. H
ave made no more than two payments after
the date due within the past 12 months
3. H
ave not presented a bad check for payment
of bills within the past two years
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4. H
ave no detrimental credit information
recorded within the past two years
5. N
ot presently delinquent in the payment
of electric bills
If a customer does not meet the foregoing
conditions, the utility shall thereafter review
the account every 12 months, and when the
customer has met these standards, the deposit
and accrued interest will be refunded or credited
to the customer’s bill.
If a customer requests, deposits of $100 or more
may be made by partial payments over a period
of at least eight weeks.
For Residential and Non-residential
Security Deposits
Simple interest is credited monthly. The
Commission has determined that the interest
rate will be adjusted annually to the average
of the percentage yields of one-year treasury
constant maturities for September, October and
November of the previous year. The 2015 rate is
0.11 percent.
Seasonal Rate Differentials
If you are a residential or small- to mid-sized
non-residential customer and have not chosen
an alternate electricity supplier, the rate you pay
for generation differs according to season. For
residential and small non-residential customers,
summer generation rates are effective from June
1 through September 30, while non-summer
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generation rates apply to all other periods. For
mid-sized non-residential customers, generation
rates change every year on March 1, June 1,
September 1 and December 1.
Service Reliability
Potomac Edison continually monitors its
distribution circuits using various reliability
indices. If a performance issue is detected,
Potomac Edison determines the cause, develops
a solution and schedules maintenance work
based on the severity of the problem. Outages
affecting more than 10 percent of Potomac
Edison’s Maryland customers for a period in
excess of 24 hours are identified as major
events with corresponding dates, start/stop
times and the cause of each event.
Customers may request information about the
historical reliability of their electric service by
calling 1-800-686-0011.
Customer Choice
As an electric consumer in Maryland, you may
choose the company that generates or supplies
your electricity.
Customer choice allows you to contact other
electricity suppliers, compare their prices and
services with what you have now and choose
the one that best suits your needs.
The suppliers may also contact you by
telephone, through the mail or by conducting
door-to-door solicitations in an effort to sign
you up for their services. If you select a supplier
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for your electricity needs, Potomac Edison will
continue to provide your monthly billing for the
distribution part of your bill. Electricity suppliers
have the option of having Potomac Edison
provide a consolidated bill which will include
both company charges or they may separately
bill their portion. Potomac Edison will be the
company you call for emergencies or questions
concerning your bill.
Service Commission’s (PSC) Electric Choice
website at www.psc.state.md.us or Potomac
Edison’s website at www.firstenergycorp.com.
To shop for a new supplier, you need to know:
Your Electric Bill
We read meters for most of our customers
every two months and bill all customers every
month. We read meters and bill high-usage
non-residential customers monthly. We estimate
meter readings based on previous usage,
adjusted for weather variations. Any difference
between the estimate and actual use will
be adjusted on your bill with the next
actual reading.
Potomac Edison’s Standard Offer Service (SOS)
Pricing Information (for residential customers).
Once you have this handy, you can compare it
to the offers you receive from energy suppliers.
This information will help you choose the
best supplier for your energy needs. Look for
Potomac Edison’s SOS Pricing Information on
your electric bill under the “Messages” heading.
Potomac Edison’s Price for Generation and
Transmission (for Non-residential Customers).
Once you have this handy, you can compare it
to the offers you receive from energy suppliers.
This information will help you choose the
best supplier for your energy needs. Look for
Potomac Edison’s price for Generation and
Transmission information on your electric bill.
All suppliers must be licensed by the Maryland
Public Service Commission. Make sure to ask
for a supplier’s license number, and take time
to be clear on the offer. You should review the
materials before making any decisions.
For a list of licensed electricity suppliers active
in your area, please visit the Maryland Public
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If you do not select an electricity supplier, you
will receive electricity from Potomac Edison.
Potomac Edison will continue to deliver your
electricity, maintain your lines, restore your
power if the lights go out and respond to your
customer service needs.
A rate schedule (list of charges in your
bill) is available upon request or at
www.firstenergycorp.com. Select Potomac
Edison from the “Our Electric Companies”
drop down list, and select “Maryland Tariffs”
located in the “General Information” section.
Paying Your Bill
Residential customers must pay their bill within
20 days of the billing date; non-residential
customers (excluding government agencies) have
15 days. A one-time late fee of 1.5 percent, as
authorized by the PSC, applies to late payments.
We provide several options for bill payment:
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Checkless Payment Plan
Your bill can be automatically deducted from
your checking or savings account without a fee.
Sign up online at www.directpaymentplan.com,
or call 1-800-686-0011.
Pay Online
Visit www.firstenergycorp.com and click on
“Pay My Bill.” Follow the easy instructions to
register online and make your payment directly
from your checking or savings account. You
may also enroll in eBill paperless billing to stop
receiving printed bills. Instead, we’ll send you
an email when your next bill is available online.
Simply view your current bill statement and
submit your payment – anytime, day or night.
Payment Locations
For a list of payment locations, call
1-800-686-0011 and say “Make a payment,”
or visit www.firstenergycorp.com/forms/
paymentagencies.
Western Union Quick Collect
This is a cash-only service that is sent within
minutes and posted to your account after nightly
processing. An additional fee applies. For more
information, call 1-800-686-0011.
Pay by Phone
You can make a payment with a credit card or
check any time of the day or night by phone by
dialing 1-800-736-3401.
Additional Payment Plans/Payment Assistance
Bill Extender Plan
Allows customers receiving social security,
supplemental security income, disability
payments or government financial aid up to
30 days from the billing date in which to pay.
Call 1-800-686-0011 to enroll.
Average Payment Plan
Levels out your electric bill so you pay your total
annual charges in averaged monthly amounts.
Call 1-800-686-0011 to enroll.
The Community Energy Fund (CEF)
A matching funds program to help needy
families pay winter energy bills. Donations
are matched 50 cents on the dollar, up to
program limits.
Electric Universal Service Program (EUSP)
Assists consumers with incomes at or below
175 percent of the federal poverty level in paying
electric bills, settling unpaid bills and providing
assistance for weatherization of customers’
homes. EUSP participants will be placed on
the Average Payment Plan, and bill assistance
benefits will be applied to future billings on a
monthly basis.
Utility Service Protection Program (USPP)
Protects qualifying Maryland Energy Assistance
Program participants from service termination
during the winter heating season as long as
they make monthly payments on current or
past-due balances.
Mail
Use the return envelope included with your bill.
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Maryland Energy Assistance Program (MEAP)
Helps low-income customers pay heating bills.
To apply for EUSP, USPP or MEAP, contact the
Maryland Department of Human Resources,
Office of Home Energy Programs, at
1-800-352-1446 (TTY: 1-800-925-4434).
You can call one of the local administering
agencies listed below:
Allegany County Human Resources
Development Commissions Office of
Home Energy Programs
125 Virginia Avenue
Cumberland, MD 21502
Phone: 301-777-8550
Human Services Programs of Carroll County, Inc.
10 Distillery Drive, Suite G1
Westminster, MD 21157
Phone: 410-857-2999
Frederick County Department of Social Services
100 E. All Saints Street
Frederick, MD 21701
Phone: 301-600-2410
Garrett County Community Action Committee, Inc.
104 E. Center Street
Oakland, MD 21550
Phone: 301-334-9431
Howard County Community Action Council, Inc.
6751 Columbia Gateway Drive, 2nd Floor
Columbia, MD 21046
Phone: 410-313-6440
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Montgomery County Department of Health &
Human Services, Crisis Income & Victim Services/OHEP
1301 Piccard Drive
Rockville, MD 20850
Phone: 240-777-4450
Washington County Community Action Council
101 Summit Avenue
Hagerstown, MD 21740
Phone: 301-797-4161
Energy Efficiency & Conservation Programs
Potomac Edison offers a number of energy
efficiency programs including programs to help
low-income customers. These programs are
designed to help customers save both energy
and money. We are committed to helping our
customers make smart energy choices. For more
information, please visit www.energysaveMD.com.
Returned Checks
There is a $13 charge for checks returned
because of insufficient funds. A customer
may have one waiver of this charge in a
12-month period. Additional collection fee
charges may apply.
Termination Policy Statement
Termination of electric service is regulated
by the Maryland PSC and is defined in tariffs
that are available for inspection upon request.
Termination notices contain the following
information:
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a) The name and account number of the
customer whose service is to be terminated.
b) The address where service is to be terminated.
c) The reason(s) why service is being terminated.
d) The date on or after which the proposed
termination will occur, if the reasons for
termination have not been resolved.
e) The total amount due and the
reconnection charge.
f ) A statement of the customer’s rights,
including a summary of dispute procedures
and the utility’s address and phone number.
g) A statement that it is the customer’s
responsibility to notify the utility if he or
she is unable to make bill payments.
h) A
statement that it is the customer’s
responsibility to notify the utility that
the occupant of the building is elderly,
handicapped, ill, on life-support equipment
or has an existing condition that would make
termination of service a threat to life, health
or safety. In addition, the statement should
include a brief explanation of the special
provisions for that person and procedures
for notifying the company.
Customers receiving seven-day termination
notices also will receive information on how
service was secured, the approximate time
the service was used and why we determined
termination is warranted.
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An alternate payment plan may be negotiated
with a residential customer in an attempt to
avoid termination of their service and to retire
all outstanding charges with the utility. If an
alternate payment plan cannot be arranged, the
utility must promptly notify the customer.
Termination without Prior Notice
Your electric service may be terminated
immediately and without notice for any of the
following reasons:
1. There is a condition on your premises that the
company considers hazardous.
2. Your use of equipment adversely affects the
company’s equipment or service to others.
3. You have tampered with company equipment.
4. You are using electric service, including
diversion of electricity from the meter,
without authorization.
5. A
public authority having jurisdiction
requests termination.
Termination with Seven-day Notice
Your electric service may be terminated after
you’ve received a seven-day notice for any of the
following reasons:
1. Application was made under a fictitious name.
2. M
aterial facts were not disclosed or were
misrepresented on the application.
3. A
pplication was made in the name of a person
who does not live on the premises to be
served, without disclosure of the person’s
actual address.
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4. A
pplication was made in the name of a
third party who did not give bona fide
authorization.
5. A
pplication was made by an individual
assisting the occupant of the building in
avoiding payment of outstanding electric bills.
6. A
pplication was made for a dwelling by one
of two or more co-occupants who previously
had an account for the dwelling and failed to
pay or make arrangements to pay the bill or
undisputed portion of the disputed bill.
7. A
pplication was made for a dwelling by cooccupants and one of the co-occupants failed
to pay, or make arrangements to pay, the
outstanding bill or undisputed portion of
the disputed bill at a prior dwelling.
Termination with 14-day Notice
Your electric service may be terminated after
you’ve received a 14-day notice for any of the
following reasons:
1. Nonpayment of bills.
2. D
enying company personnel reasonable
access to company equipment on your
premises.
3. F ailure to comply with agreements you’ve
made with the company.
4. Violating the company’s rules and regulations
or those of the Commission.
5. Failure to pay a requested deposit.
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6. F ailure to furnish service, equipment, permits,
certificates or rights-of-way as specified by
the company as a condition for obtaining
service. Or, if the equipment or permissions
are withdrawn or terminated.
Termination in Winter
We will not terminate service to residential
customers for nonpayment of bills between
November 1 and the following March 31, unless
we first file an affidavit with the Commission at
least 24 hours before the termination, stating
that the termination doesn’t threaten the life
or health of the occupants. We will make two
attempts on two separate days to contact
customers using these methods:
1. Calling during working hours or after 6 p.m.
If you have no telephone, we will make two
attempts to visit your home.
2. Visiting your home to leave with you, or a
responsible person age 18 or older, a copy
of the termination notice, a Customer Rights
Pamphlet, or a brochure explaining winter
terminations, including the USPP.
3. L eaving a copy of the termination notice and
one of the above-described pamphlets, if no
one is home.
In addition, we will not terminate your service
on any day when the forecasted temperature
at 6 a.m. is expected not to exceed 32 degrees
Fahrenheit for the next 72 hours.
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Termination in Summer
We will not terminate service on any day when
the forecasted temperature at 6 a.m. is expected
to exceed 94 degrees Fahrenheit for the next
72 hours.
Third-Party Notice
All customers, particularly those who are
ill, incapacitated, handicapped, elderly or
away from home, can designate a person or
organization to receive a copy of any termination
notice. The third party is not responsible or
obligated to pay the customer’s bill.
Life Support and Special Cases
If you or someone in your home is seriously
ill or on life-support equipment, it is your
responsibility to notify Potomac Edison. Your
service will not be terminated for an initial
period of up to 30 days beyond the scheduled
termination date, provided you notify the
company within 14 days of receiving the notice
or before the scheduled termination date,
whichever comes first.
Termination will not be delayed unless you
provide a written certificate from a licensed
physician no later than the scheduled
termination date. It must contain the name and
address of the ill person and the physician, a
statement that the ill person is the customer
or an occupant of the premises, the need for
life-support equipment, and a statement that
termination will aggravate the illness or prevent
use of the equipment.
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You must also enter into an agreement with
the company for payment of unpaid bills.
Certification of a medical condition may be
renewed by providing another certificate.
Reconnection of Service
We will reconnect your service in a reasonable
amount of time after conditions causing
the disconnection have been corrected or
delinquencies have been paid. The charge for
reconnecting service at your electric meter
is $16 during regular working hours. We will
reconnect service after regular working hours for
$80 in emergency situations such as customers
who require life-support equipment but have no
battery backup. All reconnect fees are required
to be paid prior to the reconnection of service.
The charge for USPP participants will be in
accordance with the program. If reconnection
is necessary somewhere other than at the
meter, company costs, payable in advance,
will be charged. In addition, the customer
may be required to post a new or additional
security deposit to have service restored.
We require access to the property when we
reconnect. There will be no reconnection charge
if it becomes necessary to temporarily curtail
service in the event of unavoidable shortages
or an interruption in the company’s sources of
supply or for repairs to equipment.
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Call Before You Dig
To prevent serious injury and avoid damaging
underground utility facilities, the law requires
that you call the national “Call Before You Dig”
number to check on the location
of any underground utilities
before you start digging.
Contact with underground
utility lines can be as
hazardous as contact
with overhead utility
lines. Just dial 8-1-1.
Call us at 1-800-686-0011 or
visit www.firstenergycorp.com.
COMM7870-10-15-AI-AP